Director, Account Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and nurture a team of Account Managers by establishing clear performance expectations and fostering their professional development.

• Oversee daily team operations, including account allocations, workload distribution, and performance evaluations, to ensure consistent execution across the portfolio.

• Create and sustain strategic account plans that encompass health assessments, growth opportunities, and strategies for risk mitigation.

• Take ownership of renewal outcomes across the portfolio by proactively identifying and addressing churn risks, including necessary cross-functional collaboration.

• Identify and implement upsell and cross-sell opportunities within existing accounts to broaden Diligent’s presence.

• Manage contract renewal negotiations and discussions, collaborating with legal and finance teams as required.

• Act as the primary point of contact and escalation route for assigned clients, fostering trusted relationships with key stakeholders and executive sponsors.

• Collaborate with sales, account managers, and delivery team members to ensure seamless client onboarding and a strong relationship initiation.

• Serve as the client’s voice internally, relaying feedback to product and delivery teams to enhance roadmap and delivery processes.

• Accurately project renewal and expansion revenue for your team’s portfolio.

⛳️ Requirements

• Over 5 years of experience in account management, client success, or relationship management within pharmaceutical companies, biotechs, and/or CROs.

• A demonstrated history of achieving or surpassing retention and growth objectives in the clinical research or life sciences sector.

• Experience in leading and developing a team of account managers or other client-facing professionals.

• Proven ability as a consultative partner, aligning client objectives with Diligent’s solutions.

• Familiarity with the clinical trial market and its competitive landscape.

• Exceptional presentation, negotiation, and executive communication skills.

• Strong analytical skills and the capacity to develop data-driven account plans.

• Executive presence — adept at engaging and influencing stakeholders at all levels, including C-suite executives.

• Ability to work autonomously and excel in a fast-paced, dynamic environment.

• Bachelor’s degree is required.

🏝️ Benefits

• Unlimited Paid Time Off (PTO)

• Comprehensive health insurance

• 401(k) with company match

• Remote-first work environment with a collaborative, high-performance culture